Issac Zhao

BizOps Analyst

Grid•  December 2021 - December 2022

• Conducted analysis on customer success data to uncover recurring issues among users and proposed solutions to stakeholder • Developed SQL scripts that pinpoint potential fraudulent users to understand user behaviors, leading to optimization of business policy and risk management • Automated processes using queries, reducing 1.6% of ticket volumes daily and resulting in improved customer service response time • Developed a query to monitor payment issues on Google BigQuery, providing immediate payment solutions to 5000+ users • Built and updated dashboards per business needs using multiple visualization tools such as Google Sheets, Google Data Studio, and Zendesk Explore • Collaborated with engineers to test mobile releases, decreasing app crashes by 99.5%, ensuring application reliability utilizing DataDog

Business Analyst Intern

SDI INSULATION•  July 2020 - January 2021

• Utilized Excel Pivot tables to evaluate year-end sales data, determining top-selling products, market trends, and high-performing locations • Collaborated with operations team to optimize inventory management by implementing changes to tracking and recording processes using Google Sheets • Created detailed reports using Excel to analyze $16 million in sales data from SugarCRM, providing valuable insights to the Executive team • Presented key findings through data visualization on Google Sheet dashboards, enabling the Executive team to make informed decisions

Office Assistant Intern

the ciy and county of san francisco department of building inspection•  June 2015 - August 2015

- Created a management system for over 50+ customers daily and securely stored client information storage using Excel spreadsheets - Organized 2000+ physical files and digitized records for easy access and retrieval by any team member

COOP

Data Analytics Apprenticeship, None•  August 2021 - December 2021

• Collaborated with cohort team to use Tableau to draw insights from crime data in San Francisco neighborhoods and formulate recommendations • Utilized MySQL for data wrangling to make the data more accessible and easier to analyze, resulting in more efficient data analysis and better decision-making